Production Support Engineer

Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc.

The Production Services member identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.

Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.

Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision.

Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications.

Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action.

Should have increased awareness and exposure to basic technical principles, concepts and techniques.

• Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc.
• The Production Services member identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.
• Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.
• Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision.
• Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications.
• Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action.
• Should have increased awareness and exposure to basic technical principles, concepts and techniques.

May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives.

Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment.

Employees in this job code manage a function but do not manage people.

5 or more years in Java development or Production Support, Performance Testing, and/or related technical environment

5 or more years working in a Linux environment

Experience with monitoring tools - Splunk or datadog or Newrelic

Experience with one or more of the following:
App Dynamics, Introscope, Dynatrace

Scripting in Bash and/ or Powershell

Enjoys solving problems

Detail oriented and organized

Good communication skill

Able to run triage meeting/BL and take notes/documentation

Debugging and Troubleshooting skill

Having curiosity to learn new things;
Able to multi-task well and adapt to dynamic work environment.

Flexibility in work hrs ( this is prod support role and hence need flexibility in attending prod issues after hours and weekend support)

Equal Opportunity

Employer:

Race, Color,…